Refund policy

This policy applies to orders placed on shopmerchlab.co.uk and delivered in the United Kingdom and the European Union. It sits alongside your legal rights and does not replace them.

Your right to change your mind

You have 14 days from the day you receive your order to tell us you want to cancel, for any reason and without giving one. You then have a further 14 days to send the items back to us.

To start a return, email hello@shopmerchlab.co.uk with your order number and what you are returning. You may use the model cancellation form, but you do not have to.

Condition of returned items

Items must come back in the condition you received them: unworn, with original packaging, tags and any authenticity cards or dust bags included. Footwear should be tried on indoors, on a clean surface, in the way you would in a shop.

We may reduce your refund to reflect any loss in value caused by handling beyond what is needed to check the item. We will always tell you if we intend to do this, and why.

Refunds

We refund within 14 days of receiving the items back, or of you giving us proof that you sent them, whichever comes first. Refunds go to the original payment method.

Your refund includes standard outbound delivery. If you chose a faster service, we refund the standard cost rather than the premium.

Return postage

You pay for return postage when you have simply changed your mind. We pay when an item is faulty, damaged, not as described, or not what you ordered.

Please use a tracked service. Until the parcel reaches us it remains your responsibility, and we cannot refund what does not arrive.

Faulty or not as described

Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund. After 30 days, and for six months from delivery, we will repair or replace it, and refund if that is not possible.

Every item we sell is checked by us before it ships. If something has still gone wrong, email us with photographs and we will sort it out.

Items we cannot accept back

• Items returned without their original packaging, tags or authenticity card.
• Items that have been worn outdoors, altered, washed or customised.
• Gift cards.

If something is not right

Email hello@shopmerchlab.co.uk and we will reply within one working day. If we cannot resolve a complaint between us, you may be able to refer it to an alternative dispute resolution provider, and we will tell you which one applies to your case.

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